MARIE REAFLENG-COATES

Delivered exceptional customer support by resolving inquiries and issues efficiently.

Improved customer satisfaction ratings through effective communication and problem-solving skills.

Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.

Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.

• Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
• Delivered empathetic support to customers facing personal challenges, fostering trust and loyalty to our brand.
• Responded to incoming phone calls from customers
• Assisted customers in navigating Mortgage Investor Guidelines to prevent home loss.
• Collaborated with customers to clarify Mortgage Assistance Application processes and outcomes.
• Utilized CRM software to track customer interactions and ensure accurate documentation.
• Consistently met or exceeded performance goals, contributing to the overall success of the call center.
• Loss Mitigation

• Supervised daily store operations, ensuring adherence to company policies and procedures.
• Trained and mentored staff, fostering a collaborative work environment focused on customer service excellence.
• Analyzed sales data to identify trends, optimizing inventory management and product placement strategies.
• Implemented loss prevention measures, reducing shrinkage through staff training and proactive monitoring.
• Developed employee schedules, balancing labor costs with operational needs to maximize efficiency.
• Coordinated promotional displays and merchandising strategies, enhancing in-store visibility and customer engagement.
• Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
• Walked through store areas to identify and proactively resolve issues negatively impacting operations.
• Mentored new employees on company policies, procedures, and best practices to ensure their success within the organization.
• Fostered a positive work culture by promoting teamwork and recognizing individual achievements among staff members regularly.
• Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
• Resolved escalated customer issues effectively leading to improved customer satisfaction rates.